پایان نامه رایگان با موضوع perceptions، روش پژوهش

, “Low priority”(3), “Possible overkill”(4): Reliability and Assurance (1), emoathy(2) and responsiveness , Tangibles(4).
Conclusion: The negative gap (expectations more than perceptions) in all dimensions of quality showed that it is necessary to improve service quality in all dimensions. in order to reduce the gap of all five dimensions of quality and provide desired services to be placed in “Keep up the good work” area, it is recommended that hospital managers by planning and their optimal management take the patients’ needs into account.
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eywords: Importance-Performance Analysis,Health Service Quality, Patients Satisfaction.
1 .brice- braddock
2 Tangibles
3 Reliability
4 Responsivness
5 Assurance
6 Empathy
7 Malkom badridge
8 Transaction-specific
9 Cumulative satisfaction
10 Disconfirmation
11 Purchase intention
12 Auditing service
13 value
14 Mediator
15 Word of mouth
16 SERVPERF
17 Curvilinear
18 . Customer satisfaction
19 . Service quality
20 . Behavioral intentions
21 . Technical-Functional model
22 . Technical quality
23 . Functional quality
24 . Image
25 . Service
26 . Quality
27 Tangibles
28 Reliability
29 Responsivness
30 Assurance
31 Empathy
32 Inteaction quality
33 Phisycal environment
34 Outcom quality
35 SERVQUAL
1.Importance Performance Analysis
37 .force field analysis
38 .brice- braddock
39. ANOVA
40 standard deviation
41 . Quality Faunction Deployment
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‌ک
فصل اول : معرفی پژوهش0 11
قصل دوم : مبانی نظری پژوهش و مروری بر مطالعات 22
قصل دوم : مبانی نظری پژوهش و مروری بر مطالعات 81
فصل سوم : روش پژوهش 91
قصل چهارم : یافته های پژوهش0 111
فصل چهارم : یافته های پژوهش0 113
فصل پنجم: بحث، نتیجه گیری و پیشنهادات0 128
منابع پژوهش 141

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